NYLO Dallas Plano Hotel Tapestry Collection by Hilton

I arrived around 10:20 last Friday without having had a chance to grab dinner before I caught my plane from Houston to Dallas. I found this hotel truly unique and very much enjoyed my stay. The hotel itself is really cool with a warehouse loft kind of feel (concrete walls accented by rugs and wood furnishings). As to being hungry, I went to the bar/restaurant and found only one other gentleman there, which was oddly surprising. The bar is very nice and the food menu was upscale and had a good variety of things from blue cheese burgers to short rib entrees. What made my experience great was the service I received from the bartender Sandra and the kitchen staff of Stefan and David! The kitchen was essentially closing as it was 10:30 and only 1 patron was in the house as I indicated previously. So, I asked Sandra is the kitchen still serving. She explained that they had just been told to feel free to start closing given no customers and the time of the night (bar and restaurant close at 11pm). But she said let me check and see what they might be able to do. Couple minutes later she comes back and says they’ll make it work, so order whatever you’d like. That’s what I call customer service!! I’ll be back if given the opportunity in the future. Thanks Sandra, Stefan and David for treating this customer in a way that truly felt like you cared. I’m grateful!

Awful experience with this hotel. Construction drilling going on at 8:30 at night - loose siding banging against building at 5:00am in the morning. Shower not working properly with hot/cold water coming on sporadically while Showering….. TV didn’t work. I complained and they assured me management would reach out to discuss - no call…. Avoid this location at all costs!!!!! I am a seasoned diamond member and have to say worse experience at a hotel in 40 years……

Best bartender ever! Loved the drinks and service. Really professional and knows what shes doing. Gave us recommendations for food and it ended up tasting amazing. Specially the soft pretzel. Goes perfect with the cheese sauce. Sandra is GOATed.

😀 I stayed here on a Saturday night, just visiting some friends, went to eat breakfast the next morning! And my server Elsa, was so Pleasant! She was such a doll. The food was sooo good, She made my dining experience that morning worth it!! I will be back!!

This was my first time visiting Plano, and unfortunately, my experience at this hotel was disappointing. Here’s a breakdown of my stay: STAFF: The highlights of my visit were Austin, who greeted us with a smile and provided excellent assistance, and a night-shift staff member (a white gentleman) who was attentive to guests’ needs. Additionally, Han, the manager, was very helpful and assisted us with the shuttle service—we truly appreciate their efforts. Housekeeping and other maintenance staff were very warm and welcoming as well. However, my experience at checkout was quite the opposite. I requested a late checkout from a front desk staff member (whose name, I believe, started with “E” and may have been a supervisor). She did not acknowledge me, did not greet me, and was entirely inattentive to my questions. Even if she was occupied, a simple acknowledgment such as “I’ll be with you in a moment” would have made a difference. As a longtime Hilton Honors member who travels weekly and stays at various Hilton properties, this was, by far, the worst customer service I have encountered. FOOD: On our first morning, we had breakfast, and my wife discovered mold on the bread. Given that mold spreads quickly in enclosed food cases, this was highly concerning. We discreetly informed a staff member, who removed the affected bread but left the rest in the case, which was alarming from a food safety standpoint. ROOM: The 1 King Deluxe room was spacious, which was a plus. However, the cleanliness was subpar: • The shower curtain was stained. • The showerhead had severe limescale buildup. • The lampshades also had visible stains. MISCELLANEOUS: While waiting in the lobby, I overheard Hilton Gold members mentioning that they did not feel their status was valued. Unfortunately, I had a similar experience. OVERALL: We sincerely appreciate the exceptional staff members mentioned above, but the inconsistencies in service and cleanliness are concerning. I strongly recommend customer service retraining for staff, as well as improvements in housekeeping and food safety protocols. Unless the location is essential for your travels, I would not recommend this hotel.